Total 2 technical analyst job vacancies in Quality Assurance / Control category in Johor Bahru

• Bachelor’s Degree in computer engineering/ Banking & Finance or related field
• Proven working experience in operation administrative functions equivalent role with at least 6 to 9 years relevant experience in Banking and Finance
• Demonstrated success in developing highly effective working relationships with internal and external stakeholders to deliver collaboration, partnerships and services
• Strong attention to details, excellent analytical and problem-solving skills
• Experience in financial lifecycle primarily in procure to pay process
• Experience in vendor management to deal with external vendors
• Testing or quality certifications will be preferred
• Must display a high level of professional judgment, commitment, integrity, and teamwork

Job Overview:

We are seeking a highly motivated and skilled individual to join our Quality Department as a Quality Analyst Executive. This role will play a prominent role within the Customer Success driving a quality focus and ensuring a superior customer experience. Reporting to the Manager of Quality Systems will help in the management and maintenance of our ISO 9001 Quality Management System (QMS) while also driving continuous improvement initiatives to enhance our customer experience. This group-wide position will involve partnering and supporting the six customer success locations. The successful candidate will play a pivotal role in ensuring compliance with ISO standards, promoting quality principles across functional processes and other areas to improve performance, reduce customer effort, and elevate both employee and customer satisfaction.

Quality Management

• Assist the Quality Manager in fulfilling the role of ISO 9001 Management Representative for the entire organization.
• Oversee the Group-wide ISO Management System, including conducting periodic audits, facilitating management reviews, and maintaining core documentation such as objectives, improvement logs, business risk register, maintenance, and vendor management logs.
• Ensure the Quality Management System remains compliant and up-to-date with the latest standards.
• Collaborate with cross-functional teams to integrate quality management into various processes through the development of audit capabilities across the organization.
• Promote the integration of best practices for both in-scope and out-of-scope ISO processes, utilizing customer feedback and incidents as learning opportunities through case studies.
• Manage and analyze relevant data metrics to identify improvement opportunities and drive continuous improvement initiatives.

Customer Experience

• Support regional customer success teams in delivering an effective and efficient customer experience by monitoring and updating quality documentation, such as job manuals.
• Implement the systematic process for capturing customer feedback and driving continuous improvement across the customer success organization.
• Collaborate with IT and customer success leadership to maintain external and internal customer-facing metrics, ensuring consistent measurement of service levels.
• Based on internal Service Level Agreements (SLAs) performance for possible insights and recommendations on CS performance
• Monitor key performance indicators (KPIs) and escalate to respective stakeholders to ensure a quality focus and measure results for continuous improvement.
• Review credit note reports to identify system/process changes or additional training requirements.
• Support Customer Satisfaction Surveys, feedback analysis, and implement corrective actions as needed.
• Assist in the development and adoption of Global Freshdesk Business Processes, addressing exceptions and challenges with the Freshdesk team and internal stakeholders.
• Contribute to new business initiatives and projects, assessing their impact on Quality Management Systems and communicating necessary adjustments.

What We're Looking For:

• At least 3 years’ experience in handling QMS or equivalent
• Relevant degree or Business diploma
• Excellent IT skills with Proficiency in Microsoft Excel
• Proficiency in Microsoft Visio
• Internal auditor certification/experience will be highly appreciated.
• Experience with customer service ticketing systems.
• Experience with marine navigation software packages/systems.
• Ambitious, self-starter with the ability to work autonomously and independently execute tasks and responsibilities.
• Excellent written and verbal communication skills in English and verbal communication skills
• Additional knowledge in Japanese will be highly appreciated.
• A continuous learning mindset to stay updated with new standards, technologies, and best practices.
• Customer-oriented
• Analytical and problem-solving skills for analyzing complex data, identifying trends, and making data-driven decisions.
• Attention to detail, accuracy, and precision to identify potential gaps or inconsistencies in processes, documentation, and data.
• Confident and outgoing personality to successfully interact with stakeholders at all levels.
• Continuous improvement mindset with a passion for addressing process failures and identifying root cause fixes.
• Flexible approach to handling changing priorities and deadlines.

If this sounds like you, please submit your CV and our People, Culture & Workplace Team will be in contact with you. We regret to inform that only shortlisted candidates will be notified.